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MyGlit Jobs |  Jobs |   Technical Support Executive at Taguig city in Mumbai & Delhi

Technical Support Executive at Taguig city

Gratitude Inc
1909 Views
11 hours ago

Technical Support Executive at Taguig city

0-10 Year(s)
20 - 35 Thousand p.m
Manila (Taguig)
Manila (Taguig)

Job Description

Key Skills

Customer Relations Customer Service Technical Support

487 candidate(s) have already applied for this Job. Apply now

Job Highlights





  • HMO on Day 1 plus 3 free dependents.




  • Paid Leaves




  • Other bonuses





Job Description



Service Desk L2 Qualifications:




  • Candidate must possess at least a Bachelor's/College Degree, Computer Science/Information Technology or equivalent.

  • At least 4 year(s) of working experience in the related field is required for this position.

  • Excellent communication skills.

  • Experience in supporting MDM / AirWatch environment will be a plus

  • Critical Incident Management experience

  • Experience in handling VIP customers

  • Handle Calls/Incidents escalated by L1 team.

  • Experience in handling software installation cases via remote assistance.

  • Cooperating with both internal groups (Problem Management, second-line) and external support teams in order to redirect incidents properly

  • Ensures Incidents and Service Requests are properly escalated and assigned to appropriate support groups.

  • Perform hierarchical escalation to Service Desk Management and Incident Management

  • Provide communication to end users concerning the status of Incidents, Service Requests, and Changes.



Service Desk L2 Responsibilities




  • Handle Calls/Incidents escalated by L1 team.

  • Provide trainings for new products or upgrades.

  • Create / modify and manage KB articles for new and existing products and / or coordinate with concerned L2 or application teams to get the KBs updated.

  • Analyze trend reports to identify causes for increase / decrease in incidents for specific products or overall volume if such spikes are not related to outages.

  • Coordinate to application / L2 teams and problem management groups to report / follow-up on previously reported or newly identified issues with no know solutions.

  • · Report, analyze and correct either individually or by means of feedback, on accuracy of CI, KBs quality of documentation in incidents resolved or escalated by L1 ESD groups.

  • · Receive calls, emails and web-tickets for end users and other Agency, Service Desks / Help Desks, and create Incident tickets or Service Request tickets, logging all pertinent Information.

  • · Tracking and classifying incoming incidents or service requests, attempting initially solutions.

  • · Provides initial assessment of categorization and prioritization for reported Incidents and Service Requests and provides initial support, targeting a higher level of first contact resolution.

  • · Ensures Incidents and Service Requests are properly escalated and assigned to appropriate support groups.

  • · Perform hierarchical escalation to Service Desk Management and Incident Management

  • · Provide communication to end users concerning the status of Incidents, Service Requests, and Changes.

  • · Compiles data through Incident entry that will be used for management information and reporting.

  • · Maintains ownership of Incidents, ensuring status update and resolution according to SLAs.

  • · Provide input to Service Desk Management regarding Continuous Improvement opportunities.

  • · Cooperating with both internal groups (Problem Management, second-line) and external support teams in order to redirect incidents properly

  • · Independently resolve tickets within SLA Adheres to standard operating procedures / work instructions

  • · Follow the escalation process

  • · Follow the shift hand-over process

  • · Update worklogs Categorizes as per CTI as appropriate

  • · Update the knowledge base

  • · Coaching freshers to be independent

  • · Coaching analysts for correct routing of tickets, capturing critical information

  • · Technically upgrade across versions of environment when required

  • · Adhere to organization policies and procedures

  • · Complies to regulatory requirements

  • · Ticket Monitoring



Benefits:




  • HMO on Day 1 plus 3 free dependents.

  • Paid Leaves

  • Other bonuses.



.



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Role

Customer Service Executive -Technical

Timings

US-Type Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

MyGlit Jobs |  Jobs |   Technical Support Executive at Taguig city in Mumbai & Delhi

Akhil Ahluwalia

Recruiter - Gratitude Inc

NA, india

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500+ Posts

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